Display not turning on, HR sensors are still flashing

[cacmf]

A 2-yr old ionic crippled overnight two days ago.  Please help!

I woke up with a non-responsive ionic.  Thought the battery was drained, so put it on a charger, despite that the app shows 44% battery from the previous sync.

After charging, fully charged, confirmed via sync on app, the ionic screen remains black, though the green heart rate sensor still flashes.

Tried the 2-button restart, the ionic vibrates with screen backlit, but no Fitbit icon showing.  The ionic remains with black screen only with heart rate sensor flashing.

Tried the 3-button factory reset and ended with the same result: vibration, backlit screen, no Fitbit icon, black screen, flashing heart rate sensor.

All these time, the ionic seem to be on as the heart rate sensor does flash and can be sync’d with app; however, it doesn’t seems to register heart rate, steps, or sleep to show on app.

According to the app, this ionic has the latest firmware.

All products have a lifespan, but it is very disappointing that a $200+ device only last two years with careful use and no sign of scraps on screen or the watch case.  

I’m hoping this community and a Fitbit representative can share some insights or solutions.  I still want to believe that Fitbit has the best offerings.  It would be ashamed that my Fitbit relationship ends here.

Many thanks for everyone’s help and advices!

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @cacmf, welcome to the Community Forums!

I appreciate all the details that were shared in your post and for trying some troubleshooting steps prior to posting, certainly, your Ionic device isn't working the way it was designed. Let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing. Please keep an eye on your email inbox because they'll be in touch with you pretty soon. 

In the meantime they contact you, let me know if you have any additional questions.

[Celmlopwz]

I have the same issue, but my warranty expired 4/23/20 and the fitbit rep offered me 25% off. 😡 I shoukd of never purchased it because I had a versa that stopped working after 2 months. No more Fitbits for me.

[RicardoFitbit]

Welcome to the Community Forums @Celmlopwz.

Thanks for taking the time to share your thoughts and experience with us, I understand your frustration. Since you already received assistance from our Customer Support team, I suggest you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here.  

I'll be around if you need anything else.

[cacmf]

Want follow up and provide everyone with what took place after my original post.

Fitbit reached out to clarify my time of purchase and geographic location.  Subsequently, Fitbit offered a 25% discount for me to purchase a new device.  Throughout the process, all communications are very courteous.  I understand that there is no obligation for Fitbit to do anything as my 2-yr old ionic is out of warranty.

At this moment, I hesitate to invest in another Fitbit.  Though my iconic experience was a sample of one, it is difficult to justify replacing a well-cared for device every other year, even if it comes with a 25% discount.  I have never owned an electric that ends its service “not” because of the deterioration of battery (or just simply outdated like an old computer).

Can any forum members who have owned multiple Fitbit share their experiences?  The fellow forum member above (Celmlopwz) seemed to have a not so positive experience.  Anyone else?